Symptoms

Quick Links Getting Started with your Dell Computer XPS 9370 Setup, Specifications and Service Manual Find your Service Tag and Express Service Code XPS 9370 Drivers and Downloads Warranty & Support Services

Cause

For help with issues such as: wired and wireless networking, Windows, mouse, touchpad, keyboard, LCD, webcam and downloading drivers, see an expanding section below. NOTE: When turning on the computer for the first time, it is necessary to plug the computer into the AC adapter that came with the computer, and plug in the AC adapter into a good outlet, this ensures the initial set-up finishes correctly.When you have already tried to power on the computer for the first time, and it did not seem to power on, attach the AC adapter into the computer and a good outlet and press the power button twice.After the initial set-up, you do not need to have the computer plugged into the AC adapter to turn the computer on.

Resolution

Show all | Hide all Dell XPS 9370 Product Overview For specifications, browse to the XPS 9370 Online Manual Page, and then touch or click PDF to the right of XPS 13 Setup and Specifications (see the Specifications section). For port locations, browse to the XPS 9370 Online Manual Page, and then touch or click PDF to the right of XPS 13 Setup and Specifications (see the Views section). For the Service Manual, browse to the XPS 9370 Online Manual Page, and then touch or click PDF to the right of XPS 13 Service Manual. To locate your Service Tag or Express Service Code, browse to the Where is the Service Tag located? page. How-to's and Troubleshooting Wired and Wireless Networking For how-to's and troubleshooting information about Wired and Wireless networking, browse to the Dell Networking and Wireless Support Center. To turn the wireless antenna off or on, press and hold the Fn key, and then press the Home key (repeating this will switch the wireless antenna off and on).For more information about how to turn the wireless antenna on and off on a Dell Computer, see Dell Knowledge Base article How to Turn the Wireless Antenna On and Off on a Dell Computer. Automated Support Tools and Computer Diagnostics Using the SupportAssist application provides automatic computer updates and detects issues that will be resolved for you. Let us take the effort out of maintaining your Dell Computer or Tablet. For more information about SupportAssist, browse to the SupportAssist for PCs and tablets page. To run online hardware diagnostics to make sure your hardware is working correctly, see the Dell Knowledge Base article How to use the Dell PC Diagnostics. The article explains how to access the hardware diagnostics and the different kinds of tests available for your Dell computer or tablet. NOTE: The diagnostics will either fix the problem automatically, or it guides you through the steps to resolve the problem. When the diagnostic identifies a failing part, depending on the failing part, we will immediately start the process for a free in-warranty replacement part. When the computer cannot access the Internet, you can run the integrated diagnostics (ePSA) on your computer. For more information, see the Dell Knowledge Base article Resolve Hardware Issues With integrated and Online Diagnostics (ePSA or PSA Error Codes). Using or Troubleshooting Microsoft Windows, and Downloading and Installing Drivers This section covers the Microsoft Windows operating system that is installed on your computer; select the tabs below to find out more information. Dell Microsoft Windows Support CenterResolving Slow Performance and ResponseMicrosoft Windows Locks Up or an Error OccursDownloading and Installing XPS 9370 Drivers For help with using Microsoft Windows, see the Dell Windows Support Center. You must select the operating system you need help with. When the computer stops responding or you are troubleshooting slow performance issues, perform the following steps: Press the Power button for at least 15 seconds to make sure the computer turns off.Disconnect all external peripherals including the keyboard, mouse, and external monitor. Peripherals also include external storage devices such as flash drives, USB devices, printers, cards etc.Press the Power button to see if the computer turns on and boots up correctly. If not, see Dell Knowledge Base article Computer Does Not Turn on, or is Stuck on the Dell Logo Screen.When the computer does boot up correctly, download and install SupportAssist. For more information about how to obtain and install SupportAssist, browse to the SupportAssist for PCs and tablets page.Perform system maintenance on your computer, for more information see Dell Knowledge Base article Optimization and Maintenance of Microsoft Windows or Troubleshooting Slow Performance Issues.Start connecting external peripherals one at a time, and check to see if the computer continues to respond. This link takes you to the Dell Knowledge Base article Microsoft Windows Locks Up or an Error Occurs. For information about the drivers available, browse to the XPS 9370 Drivers Page.This article provides information about how to download drivers for Dell computers, How to Download and Install Dell Drivers. Input Devices Usage and Troubleshooting, Start-up Issues and Setting the BIOS Back to its Defaults This section covers the hardware that is installed on your computer; select the tabs below to find out more information. Keyboard, Mouse and Touchpad IssuesTouchscreen IssuesComputer Fails to Start or There is No VideoSetting the BIOS Back to its Defaults See the following Dell Knowledge Base articles for information about how to use or troubleshoot mouse, keyboard, or touchpad issues. Keyboard Usage and Troubleshooting GuideMouse Usage and Troubleshooting GuideTouchpad Usage and Troubleshooting Guide For information about how to turn the touchpad on or off, see Dell Knowledge Base article Disabling or Enabling the Touchpad on a Dell Laptop. See the Dell Knowledge Base article Troubleshooting Touchscreen Issues in Microsoft Windows, for information about resolving Touchscreen issues. When you experience a situation in which the computer does not start at all, or if it does turn on (lights turn on and fans are spinning) but the computer does not show any image, look at the Battery LED light for a blinking amber/white pattern to determine failures listed in Table 1. NOTE: The blinking patterns consists of 2 sets of numbers being represented by a group of Amber blinks and then a group of White blinks. First Group: The LED blinks with an Amber color 1 to 9 times, followed by a brief pause with the LED off for 1.5 seconds. Second Group: The LED blinks with a White color 1 to 9 times, followed by a longer pause before the next cycle starts again with the LED off for 3 seconds. For example: For a No Memory Detected Error (2,3). The battery LED blinks 2 times with an Amber color, followed by a pause and then blinks 3 times with a White color. The battery LED will pause for 3 seconds before the next cycle repeats itself again. Blinking Pattern ComponentDescriptionAmberWhite 2 1 CPUCPU failure 2 2 BIOS ROM failureSystem board failure (included BIOS corruption or ROM error) 2 3 MemoryNo memory/RAM detected 2 4 MemoryMemory/RAM failure 2 5 MemoryInvalid memory installed 2 6 ChipsetSystem board/Chipset error 2 7 LCDLCD failure 3 1 RTC power failureCMOS battery failure 3 2 PCI/VideoPCI or Video card/chip failure 3 3 BIOS recovery 1Recovery image not found 3 4 BIOS recovery 2Recovery image found but invalid Table 1: Repetitive Battery LED Codes For additional help with your computer, Contact Technical Support. When the Battery LED does not blink with an Amber/White pattern, perform the following steps: Press the power button for at least 15 seconds to make sure the computer turns off.Disconnect all external peripherals including the keyboard, mouse, and external monitor. Peripherals also include external storage devices such as flash drives, USB devices, printers, cards, etc.Remove the A/C adapter from the computer and unplug the adapter from the electrical outlet.Make sure the connections on the power cable and A/C adapter are firmly pressed together.Insert the A/C into the computer and a good electrical outlet (not on a surge protector or power strip).Press the Power button to see if the computer turns on and boots up correctly. If not, see Dell Knowledge Base article Computer Does Not Turn on, or is Stuck on the Dell Logo Screen.Start attaching devices one at a time and testing to see if the computer will turn on. There are times when changes to the settings in the System Setup (BIOS) prevent the computer from booting into Windows or connect to the Internet. Setting the BIOS back to its defaults may help fix these issues. Reboot the computer.When you see the Dell logo during POST, press the F2 key to enter the setup screen.On the System Setup screen, click Restore Settings.Make sure BIOS Defaults is selected or confirm to load the defaults (when offered) and then click OK.Click Exit.Confirm exiting, when offered. Usage and Resolving Hardware Issues (LCD, USB, Hard Drive, Audio and Battery) This section covers the hardware that is installed on your computer; select the tabs below to find out more information. Black, Blank or Dim LCD ScreenDiagnose and Resolve USB Port IssuesHard Drive Usage, Understanding and TroubleshootingResolving Audio IssuesPower and Battery Charging Information and Resolving Battery Issues For information about troubleshooting a laptop LCD Screen, see the Dell Knowledge Base article Troubleshooting a Laptop LCD Screen That is Black, Blank or Hard to See. For help with resolving USB port issues, see Dell Knowledge Base article How to resolve USB port issues. For information about and help with resolving Hard Drive issues, see the Dell Knowledge Base article Understanding and Troubleshooting Your Hard Drive. Power LED The power button LED indicator light is located on the palm rest next to the keyboard at the top-right side Figure 1. See Table 1 for the description of the LED.Figure 1: Power LED Location Power LED State Description Solid white On (S0) Off Hibernate (S4) Off System off (S5) Table 1: Power LED State S0 (ON) — System is turned on.S4 (Hibernate) — The system consumes the least power compared to all other sleep states. The system is almost at an OFF state, expect for a trickle of power. The context data is written to the hard drive.S5 (OFF) — The system is in a shutdown state. Battery Charge and Status LED The battery charge and status LED indicator are located at the front side of the computer Figure 2. See Table 2 for the description of the LED.Figure 2: Battery Charge Status LED Location Power Source LED behavior System Power State Battery Charge Level AC Adapter Off S0 - S5 Fully Charged AC Adapter White S0 - S5 Battery Off S0 - S5 > Low to Fully Charged Battery Solid Amber S0 - S5 Low to Critically Low Table 2: Battery Charge and Status LED Indicator S0 (ON) — System is turned on.S4 (Hibernate) — The system consumes the least power compared to all other sleep states. The system is almost at an OFF state, expect for a trickle of power. The context data is written to the hard drive.S5 (OFF) — The system is in a shutdown state. NOTE: For models with a fingerprint reader (where no Power LED is on the power button), the LED illuminates white immediately once the power button is pressed.When the computer is powered on, the battery LED also acts as the hard drive activity light. Press and hold the Fn key, and then press the h key to switch between the battery and the hard drive activity light function. Battery Gauge LEDs The battery charge gauge includes a battery indicator button and five LEDs. The battery gauge LED indicators and the battery indicator button are located at the left side of the computer Figure 3. Figure 3: Battery Gauge LEDs Location Numbers reference image above: Battery Indicator Button Battery Gauge LEDs. To check the battery charge, press the battery indicator button. The number of LEDs that light up indicates the remaining battery charge. Each LED accounts for approximately 20% charge. The LEDs indicate the following: LED Gauge Status LED behavior Battery Charge Level No lights (unpressed button) Off N/A 1 LED Blink White 1 LED Solid White 11-20% 2 LEDs Solid White 21-40% 3 LEDs Solid White 41-60% 4 LEDs Solid White 61-80% 5 LEDs Solid White 81-100% S0 (ON) — System is turned on.S4 (Hibernate) — The system consumes the least power compared to all other sleep states. The system is almost at an OFF state, expect for a trickle of power. The context data is written to the hard drive.S5 (OFF) — The system is in a shutdown state. For additional information about and help with resolving Battery issues, see the Battery Support site. For information about and help with resolving Audio issues, see the Speakers and Headphones Support site. Software and Anti-virus This section covers the software that may be installed on your computer; select the tabs below to find out more information. SoftwareAnti-virus The Dell Windows Backup Media and Recovery Options page provides information about backing up your Windows Operating System as well as recovery options for when Windows does and does not start correctly. The Dell Download Center provides information about software that you may have bought and software that is already installed on your computer, such as Dell Backup Solutions and Dell SupportAssist for PCs and tablets. Some of the software sold at the time of purchase has to be downloaded once you receive your computer. You can download and install those programs by using Dell Digital Delivery, for more information see the following links: Dell Digital Delivery Support PageHow do I use Dell Digital Delivery A free PDF reader (Acrobat Reader DC) is available for free from Adobe. You need this program to view any PDF files such as the Quick Start Guides or Owner's Manuals. This article provides help with Microsoft Office programs, A Guide to the various Microsoft Office programs available on your Dell PC. The Skype software can be downloaded from the Skype website. This website also offers instructional videos on how to use the Skype program. To uninstall Skype, perform the following steps: Close Skype and make sure it is not running in the background.In the Search bar type appwiz.cplTouch or switch appwiz.cpl (Control panel item) to open the Programs and Features window.Touch and hold or right-click Skype from the list and select either Remove or Uninstall.Reboot your computer and check to make sure the application has been uninstalled. To access the Dell Security and Virus Support Page switch the following link: Dell Security and Virus Support page Your computer comes pre-installed with an Anti-virus program. For more information, see the Dell Knowledge Base article Useful Information about the Third Party Anti-virus programs that ship with a Dell PC. More information about Viruses, Spyware, and Malware can be found at the following links: What are the different types of Viruses, Spyware and Malware that can infect my computerProtect your computer or remove virus, spyware or other malware in Microsoft WindowsHow to Identify and Repair Malware or Virus Infected Systems

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